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INNOVATION CONFERENCE 2017
DELIVERING A GREAT CUSTOMER EXPERIENCE THROUGH THE UI
Lesley Scotford, eServices Manager, TruWest Credit Union
Kyle King, Product Manager, NCR
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Branch Staff
ITMs
Call Center
Digital Banking
How do customers interact with you?
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Delivering a Great Experience through the UI for your Customers
Increased Flexibility
Greater Extensibility
Improved UI
Newer Technology
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Match the look and feel of your brand across platforms with more control over
branding, layouts1, promotions, and more!
1Additional layouts to be released Q1 2018
Responsive Widgets
Greater Extensibility
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Common Components Library
Modern Widgets
Background Images
Header Customizations
Usability
Improved UI
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~25% Faster load time on
the Home Page saving
seconds!
Truly Responsive – Fits
your screen in real time,
even if you flip the phone
or resize your browser.
Tech Improvements
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Great UI for Administrators
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Give independence to the Admin
Intuitive and guide the experience
Plan on scalability and the
unexpected
Empower for experimentation
Make the Admin’s task easier
Lesley Scotford
eService Manager
TruWest Credit Union
~over $1B Assets
~83k members
Our Co-Presenter
NCR Innovation Conference 2017: Confidential
Upgrade Team @ TruWest
eServices & Marketing
Met for one initial kick-off meeting
Marketing was tasked with color scheme and font overhaul
Follow-up checkpoints were done via email or internal instant messaging
system
No meeting just to have a meeting
Our Journey to the New Responsive UI
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No designated point of contact = NOT flying solo
Familiar with the self-serve method
Upgrade/Mobile Central, etc.
This experience was new and different
Customer Care was very responsive to our incidents and worked quickly
to a resolution
Responsive Branding Tool
Initial reaction was “this is it?”
Easy to use & required information/tasks were clearly defined
Our Journey to the New Responsive UI
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Widget Layout
Followed the normal flavor of previous DI self-serve roll-outs
Broken into sections
Logos
Branding Colors
Headings
Preview Link
Most used feature!
Quick, easy, and made it possible to make changes on the fly!
Responsive Design Branding Tool
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Mild launch to the membership
One email was sent to the membership, one week prior to the live date
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Communication to Our Members
Less is More!
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Login Prompt
Home Page Banner on
Truwest.org
May 2, 2017
GO LIVE Button
Sometimes you just have to rip the band-aid off!
NCR Digital Insight Solutions always plans for the unknown and knowing
a back-up plan was in place made it easy to make the jump.
Responsive Design is LIVE!!
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Before After
History Page
Transfer, Export, and Print are now front and center…no longer hidden at the top
Bill Pay Widget
Member’s Reaction
Nobody likes change
Most reactions were what we had predicted:
Why did you change?
When are you putting it back?
Why did I not have a say in making the change?
Why did nobody contact to let me know you were making a change?
Noise level increased for 2 weeks and then radio silent!
Received 184 member calls regarding the new UI
61.3 Calls per agent over the 10 days = 6.13 extra calls per day
Every Action Has A Reaction
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Test, test, and test again
Be sure the group that will be supporting the members
questions after the upgrade
Are part of your test group
Have the necessary resources to troubleshoot any issues post-launch
Before You Upgrade
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Overall it was a good experience
Easy upgrade to complete
Minimal BTU’s (energy burned) needed
Marketing = 1 hour total
Today to make updates = Minutes
Test Group = 5 hours total
Today to verify updates = Minutes
The Journey’s End
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Keys to Success:
Solid group of testers
Honest feedback
Freedom to make changes
The Secret Sauce!
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INNOVATION CONFERENCE 2017
QUESTIONS/COMMENTS
NCR Innovation Conference 2017: Confidential
You can earn 10 points toward the
Innovation Game right now!
Please go to “Schedule” in the
mobile app, find this session, and
take a short survey to provide
feedback.
Surveys will remain open for 2
hours.
Check in code is S674
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Please give us your feedback!
INNOVATION CONFERENCE 2017
DELIVER YOUR GREAT UI TODAY& VISIT OUR ONLINE BANKING BOOTH
NCR Innovation Conference 2017: Confidential